Insights:That’s Not Fair! Dealing with Social Media Criticism
Social Media platforms are a great way for businesses to get closer to their customers and to build brand loyalty. With the ongoing pandemic, it has become an even bigger focus for a lot of companies.
When everything is sunshine and rainbows, social media can feel like heaven. But in the real world there will always be challenges inherent with this two-way brand interaction.
Negative comments are inevitable no matter what category your business falls into.
It’s part of the price to play. Dealing successfully with the nasty, insulting or just plain incorrect comments can make all the difference in getting the most out of your pages.
A few suggestions for keeping your brand from being damaged by social media criticism include:
- Have a plan – Spend time creating possible answers and solutions for potential criticisms your brand may face. This allows you to respond quickly with well-thought-out answers and will also limit unpleasant surprises. Also keep track of negative comments that have been posted on your pages and add them with answers to your response plan.
- Be understanding – It’s easy to react emotionally to a perceived insult. But before you respond, take a moment to understand where the person is coming from. The adage “count to ten before you speak” still holds true online. Unless the person is a troll, they believe they have a valid complaint or problem. Let them know you appreciate their concern and, if possible, provide a solution.
- Respond in a timely manner – A large majority of social media criticism stems from customers who feel they aren’t being listened to. Failing to respond reinforces this feeling and adds even more frustration. It can also appear to others on your page that you simply don’t care about your customers.
- Don’t be afraid to say sorry – Everybody makes mistakes. Not everyone can admit it. If you are in the wrong, acknowledge your mistake and provide a solution to fix it. We’re all human and humans make mistakes, but those who don’t own up to their errors have a much tougher time receiving forgiveness.
If you’re liked to learn more about social media marketing strategies that work, call Insight Marketing Design’s social media team at 605-275-0011 or send them an email. Also, we’d like to invite you to check out some of our social media pages like Facebook, Instagram and YouTube.